Gupshup Conversation Cloud and WhatsApp drove 270% ROI for Customers, According to Total Economic Impact Findings
– Interviewed customers saw a 50% increase in customer engagement, generating $1.4 million in profit, according to the TEI findings
–The Conversational AI platform launched an ROI calculator for businesses alongside the launch of the research study
Mumbai/San Francisco, April 15, 2025–Gupshup, the world’s leading Conversational AI platform, today announced the results of a commissioned Forrester Consulting Total Economic Impact™ (TEI) study conducted on behalf of Meta, showing the cost savings and business benefits of its Conversation Cloud platform and WhatsApp in driving customer engagement, lead generation, conversions, and overall business growth for retail and e-commerce businesses.
To empower businesses with tangible insights, Gupshup, in collaboration with Meta, has also launched a quick ROI calculator alongside the release of the study. This tool allows businesses to immediately assess the potential return on investment from implementing conversational engagement solutions.
As per the findings, WhatsApp campaigns powered by Gupshup Conversation Cloud saw 50% more customer engagement compared to SMS and email. This boost in engagement helped deliver a 270% return on investment over three years for a composite organization using Gupshup-powered automation on the WhatsApp Business Platform. Composite organization refers to the model business entity created by aggregating data from interviewed customers
Gupshup’s Conversational AI platform enables businesses to personalize content, automate customer journeys, and engage customers at key moments (e.g. when they completed a purchase, dropped off after adding products to cart, signed up to the app etc.), significantly boosting engagement. As a result, 90% of surveyed businesses reported higher open rates, and 92% saw increased click-through rates on WhatsApp.
Beyond engagement, businesses using WhatsApp and Gupshup’s platform significantly impacted the entire customer journey, from lead generation to the final sale. In the retail and e-commerce sectors, 90% of businesses saw a significant increase in new customers, which seamlessly converted into higher sales. In addition, the composite organization saw a 55% increase in conversion rates and a 2.08% rise in overall revenue.
Several businesses have successfully leveraged Gupshup Conversation Cloud capabilities with WhatsApp to drive higher conversion rates. Features like rich media for showcasing products, easily shareable shopping cart links, and AI-driven automation for customer engagement have proven to be game-changers. Gupshup enhances WhatsApp capabilities by enabling hyper-personalized experiences and strategic remarketing based on customer funnel stages.
Additionally, Gupshup’s AI Agents are transforming customer interactions on WhatsApp, creating a seamless shopping experience. These AI-powered assistants provide personalized product recommendations, drive assisted sales, and handle post-purchase queries like order tracking, delivery rescheduling, returns, and refunds. By automating responses, businesses ensure customers receive instant and accurate information, improving engagement and satisfaction.
“AI-driven conversations are no longer just a customer support tool—they are transforming every function of the business, from marketing and sales to post-purchase engagement and customer care. Businesses leveraging AI-powered messaging are seeing improved customer acquisition, stronger revenue growth with higher efficiency.. At the core, it’s about delivering seamless, intelligent, and personalized interactions that enhance the overall customer experience. The future of business is conversational, and AI is the engine driving this transformation”, said Beerud Sheth, Founder & CEO of Gupshup.
With 20% higher average order value (AOV) for businesses leading to a 1.17% increase in total revenue, WhatsApp is proving to be a game-changer for businesses. The study titled Forrester Total Economic Impact™ Spotlight: Unlock Revenue Growth For Retail And E-Commerce With Gupshup Conversation Cloud And WhatsApp Business Platform surveyed 224 decision-makers and interviewed seven representatives, including those with experience using the WhatsApp Business Platform and Gupshup Conversation Cloud for customer engagement.
The detailed findings can be accessed here
About Gupshup
Gupshup is the leading platform for building and deploying industry-trained Conversational AI Agents for every business across marketing, commerce, and support use cases. Gupshup Conversation Cloud powers multimodal interactions with industry-trained AI agents so that businesses can go live faster across channels including Voice, WhatsApp, RCS, Web, Mobile Apps, and more.
Trusted by 45,000+ customers in 60+ countries across industries, Gupshup handles 120B+ conversational messages annually. Gupshup works with many of the top brands across industries including eCommerce, retail, payments, fintech, payments, media, travel, automotive, and banking to deliver transformative conversational experiences that accelerate growth and optimize costs.
Media Contact
Vandana
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